Series: Web chat to web messaging migration guide

  • Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 Digital, or Genesys Cloud CX 3 Digital license
  • Web Deployments Configurations All permission
  • Web Deployments Deployments > All permission
  • An inbound messaging flow

Before you use the web messaging feature, you must migrate existing quality management policies. Identify the policies that are defined for the chat channel and then migrate them to the messaging channel. Depending on how you organize queues across channels, you may also need to select the appropriate queue for each policy.

Before you begin

Review the following articles:

Feature impact

Conversation details differ for web chat and web messaging. When you view individual conversation details for conversation details, web chat and messaging differ.



Steps to take

Configure the messaging media type to the chat media type, and then disable the chat media type.

  1. Click Admin.
  2. Under Quality, click Policies.
  3. Open an existing policy.
  4. Click the Message tab and enable Match message interactions.
  5. To map the web message media type to the queues that you previously associated with the web chat media type, follow these steps:
    1. Under Matching Criteria check the Specific Queue(s) box.
    2. Type or select the same queues that exist in the Chat tab.
  6. Click the Chat tab and disable Match chat interactions.
  7. Click Save.

Configure the web messaging media type

Disable the chat media type

For more information, see Create a policy.